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Job Description
Job Description
Job Title:
Analyst II – Service Desk
Job Code:
Department:
IVZ - IT Infrastructure
FLSA: NON-Exempt
Division:
Helpdesk
Grade: 23T
Supervisor:
Team Lead – Service Desk
Incentive:
Supervises:
NA
Revised: 05/10/2013
Summary Description: Serves as the frontline interface between the Information Technology department and all end users. Responsible for handling incoming support requests via phone, chat, emails, ticket creation/assignment, Level 1 problem resolution and escalation to Level 2 and 3 staff when appropriate. Delivers an efficient and productive end-user experience while adhering to company and IT policies and processes. Monitor environmental of Data Center where applicable.
Primary Duties/Responsibilities:
Service Desk and Telephone support
Manage and resolve tier 1 Service Desk e-mail, phone, chat and in-person requests using phone, chat, in- person assistance and remote support technologies.
Troubleshoot, escalate and facilitate resolution of tier 2-3 Service Desk issues with assistance from CX Analysts, Network Engineers, Telecommunications Analysts, Systems Analysts etc.
User Account Creation/Maintenance
Maintain user account setup/maintenance/archive.
Administer access to files and other resources using file/folder permissions and Active
Directory security group memberships.
Administer user accounts.
Administer e-mail distribution groups, shared account access and archiving.
Monitoring
Monitors and administers IT Communications
Performs operational task and monitors automated procedures to ensure successful performance of the IT Service Systems which includes the automated scheduling solution.
Monitors computer hardware, software and environmental factors impacting the performance of the systems. Reports problems and escalate issues to proper support teams according to defined procedures.
General knowledge of industry standards monitoring tools.
Formal Education: A Bachelor’s Degree in Information Technology Systems is preferred.
License/Registration/Certification: Knowledge of ITIL v3 is preferred.
WORK: A minimum of three years of operational experience in an IT environment is required.
Experience working in IT Service Desk/Helpdesk with calling experience is preferred.
Skills:
- Interpersonal skills necessary to effectively interact and communicate with a variety of individuals at all technical levels are required
- Must posses a solid understanding of systems operation and be able to use computer terminals and peripheral equipment
- Must have exceptional ability in diagnosing and solving systems problems while maintaining professionalism and courtesy
- Must have the ability to establish priorities, meet deadlines and concentrates on detailed information in a fast-paced, demanding work environment
- The ability to cooperate in a team environment is critical
Working Conditions: Normal work environment with little exposure to excessive noise, dust and temperature. Intense visual concentration may be required along with the ability to lift and move objects weighing up to 50 pounds. Frequent sitting and intermittent walking is also required.
This is a 24/7 business, so willingness to work in rotational night shift and weekend is a must.
Reviewed By:
Department: _______________________ Title: ___________________ Date: ____________
Human
Resources: _____________________ Title: __________________ Date: ____________
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities and requirements.
Full Time / Part Time
Full time
Worker Type
Employee
Job Exempt (Yes / No)
NoWorkplace Model
At Invesco, our workplace model supports our culture and meets the needs of our clients while providing flexibility our employees value. As a full-time employee, compliance with the workplace policy means working with your direct manager to create a schedule where you will work in your designated office at least three days a week, with two days working outside an Invesco office.
Why Invesco
In Invesco, we act with integrity and do meaningful work to create impact for our stakeholders. We believe our culture is stronger when we all feel we belong, and we respect each other’s identities, lives, health, and well-being. We come together to create better solutions for our clients, our business and each other by building on different voices and perspectives. We nurture and encourage each other to ensure our meaningful growth, both personally and professionally.
We believe in diverse, inclusive, and supportive workplace where everyone feels equally valued, and this starts at the top with our senior leaders having diversity and inclusion goals. Our global focus on diversity and inclusion has grown exponentially and we encourage connection and community through our many employee-led Business Resource Groups (BRGs).
What’s in it for you?
As an organization we support personal needs, diverse backgrounds and provide internal networks, as well as opportunities to get involved in the community and in the world.
Our benefit policy includes but not limited to:
- Competitive Compensation
- Flexible, Hybrid Work
- 30 days’ Annual Leave + Public Holidays
- Life Insurance
- Retirement Planning
- Group Personal Accident Insurance
- Medical Insurance for Employee and Family
- Annual Health Check-up
- 26 weeks Maternity Leave
- Paternal Leave
- Adoption Leave
- Near site Childcare Facility
- Employee Assistance Program
- Study Support
- Employee Stock Purchase Plan
- ESG Commitments and Goals
- Business Resource Groups
- Career Development Programs
- Mentoring Programs
- Invesco Cares
- Dress for your Day
In Invesco, we offer development opportunities that help you thrive as a lifelong learner in a constantly evolving business environment and ensure your constant growth. Our AI enabled learning platform delivers curated content based on your role and interest. We ensure our manager and leaders also have many opportunities to advance their skills and competencies that becomes pivotal in their continuous pursuit of performance excellence.
To know more about us
About Invesco: https://www.invesco.com/corporate/en/home.html
About our Culture: https://www.invesco.com/corporate/en/about-us/our-culture.html
About our D&I policy: https://www.invesco.com/corporate/en/our-commitments/diversity-and-inclusion.html
About our CR program: https://www.invesco.com/corporate/en/our-commitments/corporate-responsibility.html
Apply for the role @ Invesco Careers: https://careers.invesco.com/india/
Top Skills
What We Do
Invesco is an independent investment management firm delivering an investment experience designed to help people get more out of life.
